Shipping & Returns
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. Shipping costs will not be refunded. Once it has been submitted, it is not possible to change your order. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. All packages are sent via USPS from our warehouse in New York. Under normal conditions your order will be sent within 3 working days after it has been received.
If no one is at the address when USPS makes the delivery, a note is left in the mailbox to inform you on how to retrieve your package. When you find the USPS note in your mailbox, contact them to arrange another delivery address, time or tell them the package can be left in your back yard etc. You may need to go to your nearest post office to retrieve your package.
How much is the freight charge?
We want all our customers to receive the highest quality products. If there is anything wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service – 212-234-2070 or firstname.lastname@example.org. If you send us email, please include as much detail as possible including your order number as well as a picture of the product if there is something wrong with it.
If you are not completely satisfied with your product, simply return the unused product(s) in its original packaging within 14 days of receipt for a refund.
When we receive the product, we will refund the value of the purchased product, but not the original shipping costs. All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damage. Otherwise it will not be possible to obtain a refund. Only damaged products that were broken during transportation will be refunded.
All returns are processed the same day we receive them; your credit card statement can take 48 to 72 hours before the credit reflects on your statement. If we made a shipping error, please contact us. We will correct it immediately free of charge.
You must pay for the cost and arrange shipping to return the items. The items are your responsibility until they have reached our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.
How to return a product
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.
Please enclose a return form with the returned products. You can download the return form here.
Our return address is:
763 St. Nicholas Avenue
New York, NY 10031